Application doesn't run with network accounts

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Level 1

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Application doesn't run with network accounts

OS 10.6.8/10.6.8 Server: I am desperately trying to get a poorly written software to work. I have an EPSON document camera that comes with a software to show the camera on the computer screen. I install the software and as long as I work with a local computer account, it works flawlessly. If I login to the same machine with a network account, however, the software tries but fails to start and the console gives me the following error report:

16.08.13 11:14:37

ArcSoft Application Software for Epson Document Camera[2278]

Error loading /Applications/ArcSoft Application Software for Epson Document Camera.app/Contents/Frameworks/Maglib5.framework/PlugIns/magRaw.bundle/Contents /MacOS/magRaw:

dlopen(/Applications/ArcSoft Application Software for Epson Document Camera.app/Contents/Frameworks/Maglib5.framework/PlugIns/magRaw.bundle/Contents /MacOS/magRaw, 262):

Symbol not found: _ispSetParamGlobalSetting

Referenced from: /Applications/ArcSoft Application Software for Epson Document Camera.app/Contents/Frameworks/Maglib5.framework/PlugIns/magRaw.bundle/Contents /MacOS/magRaw

Expected in: /Applications/ArcSoft Application Software for Epson Document Camera.app/Contents/MacOS/../Frameworks/RawProcessLib.framework/Versions/A/RawP rocessLib

ArcSoft (which wrote the software) refuses to help me because I think they cannot or don't want to help me.

Since I am not familiar with developing software this is the furthest point I can reach to diagnose the problem. If there is anyone who could give me advice how to dig deeper I would be very grateful. I could also provide the files referenced in the error report if required...

I am very happy for any kind of help!

Mac OS X (10.6.8)

Posted on Aug 16, 2013 2:36 AM

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Answer 1

DATech

Level 1

7 points

Sep 1, 2013 3:03 PM in response to BezSupport

Thanks for posting your error report. I've encountered this issue as well at my school where practically all users are network "mobile account" users, including the teachers who are the intended users of the Epson DC06 document cameras. I won't be at my desk again until Tuesday, but I'll also be looking into possible solutions to this issue. As you noted here, the problem only arises when a network user tries to access the software. My teachers can launch the ArcSoft app but they get the "pinwheel of doom" as soon as they click anything in the app. I discovered this during our inservice document camera training session. Really sucked! 😉

Chris

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Answer 2

BezSupport Author

Level 1

0 points

Sep 2, 2013 11:27 AM in response to DATech

A problem shared is a problem halved. I am relieved that I am not always the only one with those kind of sorrows 🙂 Here is what I did so far to tackle the problem:

I filed a support claim at ArcSoft explaining my problem in detail. Result: They told me that I am violating the license agreement because I have multiple users using the software! What a shameless nonsense 😠.

Then I made another request with a different E-Mail address not giving details. I just told them the app does not work and sent in the error message and lo and behold they provided a modified version as a download. Unfortunately this version did not work either.

I think it would be useful if you also submitted a case at http://www.arcsoft.com/support/contact.html so they keep on working on the problem.

Regards

Kevin

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Answer 3

DATech

Level 1

7 points

Sep 6, 2013 12:14 PM in response to BezSupport

I've submitted the error to ArcSoft, along with the hang log from Console. Here's hoping. My own tests haven't turned up any solutions, but I'm noticing that we may have different issues, though not necessarily unrelated ones: You can't launch the software on network accounts and I can, but get the pinwheel of doom as soon as I try capturing or editing (accessing the camera) from the software. Software version is 30.31.41, if that helps. Is that what they gave you?

Chris

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Answer 4

jd73

Level 1

3 points

Nov 19, 2013 10:40 PM in response to DATech

I have the same problem after purchasing 14 of these for my networked school! Worked fine on stand alone at home. Software fine...click on capture..spinning wheel of death.

Reading the manual there is a "Button Manager" that needs to be installed. I did not see that. There is an Epson folder in my applications that contains ELPDC06 Button Manager. I have double clicked it but nothing occurs.

Have you had a solution or reply? I am really concerned as I have just spent a heck of a lot of money on these!! Any help or follow up info would be priceless!

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Answer 5

jd73

Level 1

3 points

Nov 19, 2013 10:47 PM in response to BezSupport

ArcSoft Application software for ELPDC06 MAC Patch Version:3.0.31.82 Supported Languages: English, Deutsch, 中文繁體, 中文简体, 日本語, 한국어, Français, Italiano, Español, Pусский, Nederlands, Português, Svenska	34.7MB
Fixes ArcSoft Connect could not be launched in MAC OS 10.8 issue.

Hi

I found this patch on their website. Have you tried it?

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Answer 6

BezSupport Author

Level 1

0 points

Nov 20, 2013 10:25 AM in response to jd73

Hi jd73

Thanks for the patch. I'll try it tomorrow but I don't think it's going to change anything. ArcSoft Connect is a useless piece of software that launches at startup and displays anoying messages. It's hidden in the /Library/ApplicationSupport folder. I removed that part of the app.

The button manager should be installed with the main app installer package and is loaded at startup. Have you checked System Preferences-Users&Groups? There is the tab Login Items where I find the Button Manager for EPSON Document Camera. The actual file is in /Library/ApplicationSupport/Epson/ButtonManager...

I have given up on the software and accept the fact that these guys cannot or don't want to help me. I have complained two more times. On one occasion it lead to a teamviewer session with someone from the team in China. All they did was trying to launch the app to see that it did not work. Then they sent me an E-Mail with the same patched but useless version they had given me before. I always answer these mails but I never get anything back from then.

EPSON is blaming ArcSoft for the misery and ArcSoft tells me that they need permission from EPSON to do something.

We now use the cameras without software as expensive document viewers that are directly hooked up to our prjectors.

All I can say is: Never an EPSON device again. I also take part of the blame. I should have ordered only one device and try it out instead of going for 15 at a time. That's what I learn from the story.

I am sorry that I can give you no better news.

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Answer 7

BezSupport Author

Level 1

0 points

Nov 20, 2013 10:35 AM in response to DATech

Hi Chris

Sorry for the late reply. I didn't notice the question at the end. My Version is 3.0.31.81. I would be interested to test your version on our computers. If you would like to try mine, let me know...

Regards

Kevin

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Answer 8

jd73

Level 1

3 points

Nov 20, 2013 11:18 AM in response to BezSupport

Oh my gosh. I did the patch and it worked!!! I'm now breathing again!! Give it a go!!'

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Answer 9

jd73

Level 1

3 points

Nov 20, 2013 12:52 PM in response to jd73

Actually didn't work when I wasn't logged in as an administrator. Back to low...

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Answer 10

BezSupport Author

Level 1

0 points

Nov 20, 2013 11:37 PM in response to jd73

😢

Just did the same thing as you with the same result. I noticed that your camera is an ELPDC06. Mine is a ELPDC20. The software is almost the same though.

My app (should) load directly without the screen where you can choose between the 2 options at the beginning. But it is then exactly the same part that doesn't run with network home folders.

As I said earlier, I am "glad" that I am not the only person with this problem but I have given up arguing with ArcSoft because they are not interested in solving the problem. They focus on fixing stuff for their useless ArcSoft Connect Service.

What I feel is a darn cheek is that it works in a Windows environment (I tested this myself) and that ArcSoft keeps telling me that I violate the user licence agreement when I use the software with network accounts! But thats probably because they don't understand what my (our) problem is.

If, in the unlikely event, there will be a breakthrough, I'll post it here.

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Answer 11

DATech

Level 1

7 points

Nov 27, 2013 11:09 AM in response to BezSupport

Hey there! Sorry for dropping off the map for a couple months. I contacted ArcSoft support and got this message, which seems par for the course, based on our collective experiences above:

Thank you for contacting ArcSoft.

As to your case, the program is an OEM version bundled with and customized for your Epson device, it's not for retial, so we sorrt for that we cannot confirm that directly, and we need to transfer to our OEM department for a test. Sorry for the inconvenience caused to you. At the same time, if it possible, you can download the following via the link and see if it works:

https://www.dropbox.com/s/tsviy0fvfhc7oht/ArcSoft%20Application%20Software%20for %20Epson%20Document%20Camera_3.0.31.81_removemagraw.zip
Thank you for your support and cooperation.

I'm not even quite sure this even acknowledges the problem...also the spelling. =P

There have been a number of potential solutions here and pretty much all of them wind up at the same dead end when it comes to using this software with a mobile account. I've tried all of the software updates and patches that ArcSoft has provided, with the same results. After sifting through console logs for a few days and getting nowhere, however, necessity forced a work around that has been tiding us over in the short term. Most importantly, it bypasses the issue that renders these document cameras useless, which is the biggest problem so far. Here's what we did:

Since the software didn't function on our teacher's mobile accounts we activated both the guest account and fast user switching on the client machine where we wanted to use the cameras. When a teacher wanted to use the camera, they would go to the user switching menu, choose the guest account and launch the ArcSoft software (any version works here). If they need personal files, they can switch back, while keeping the camera software running. Upon logging out of the guest account, all local files are erased and the teacher authenticates back to their own account and can pick up where they left off.

One could potentially just do this with any standard local account as opposed to guest however, the danger of having teachers saving files in two places and the resulting confusion that that has caused at my school pushed us to take the temporary guest account route. If a teacher wanted to capture stills or videos from their camera feed, I've recommended they use USB drives and copy the files onto it prior to exiting the guest account.

It's a workaround...but so far it's been tiding us over while ArcSoft gets its butt in gear and provides working software for this equipment. In the mean time, I'll continue pounding on their doors for a solution.

Hope this helps!

Chris

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Answer 12

BezSupport Author

Level 1

0 points

Nov 27, 2013 12:29 PM in response to DATech

This is the version they provided me after I contacted them the second time (wording is almost the same, as well). They apparently removed the part that causes the error messages in console that you can see in my first post. The erroneous behavior of the app does not change but there are no console error messages any more.

Our workaround is about the same: we also have a local user account on each machine that gets resetted at logout with a logout hook. Users can connect from this local account via afp to their home folder and thus work with the app. However, if a user takes pictures with the EPSON device he/she must move them around. I don't know how apt your teachers are but we have folks who don't even know what a computer account is (just like the guys from ArcSoft :-p)

Many teachers work with the same class in different classrooms and it would be great if they could simply launch the app in room B and resume work with pictures, movies, etc. they had taken before in room A.

Please keep us updated in case they manage to give you what we desperately desire.

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Answer 13

jd73

Level 1

3 points

Dec 19, 2013 1:34 AM in response to BezSupport

Well I have struck a semi gold mine today. Basically I am not using the camera software at all. Rather I am using the A piece of software that has a camera button in the toolbar and when I click on that the camera works.

I in a school that uses ebeam sans their associated software Scrapbook. So lucky for me we are all good here. Huge sigh of relief. Feels like an early Christmas present.

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